Lead more

Capitalizing on the convergence of cloud, contact center, CEBP and unified communication

December 1, 2010

Dennis Menard

CTO, ComputerTalk

Agenda

1. About ComputerTalk

2. Overcoming UC Roadblocks

3. Cloud Contact Center

• Case Study – Federal, Ontario, Quebec governments

• Case Study – City of Montreal

4. Using Automation to Improve Efficiency

• Case Study – City of Toronto

5. A UC Strategy for Public Sector

• Case Study – Government of New Brunswick

• Case Study – Peel Region

• Case Study – PDX – Fort Worth Texas

2

3

Some brand name clients

4

Some public sector clients

ComputerTalk and cloud contact center (CCC)

1. ComputerTalk Established in 1987 – Pioneer of IVR Solutions

2. First premise based ICE Call Centers deployed in 1994

3. Bell Canada became first distributer of ICE in 1995

4. First deployment of hosting call center in 1996

5. UK operation - sales, delivery, support – since 1999

6. All-in-one ice contact center released in 2000

7. VOR of Ontario Government for CCC since 2002

8. Microsoft certified independent software vendor (ISV) in 2004

9. “VOR” of Government of Canada for CCC since 2006

10. VOR of Quebec Government for CCC since 2008

11. Earned Microsoft Gold Partner certification in 2009

12. TELUS becomes our premier strategic partner in 2010

5

6

PBX

Challenges :

1. Multiple vendors to manage

2. Multiple points of administration,

reporting and monitoring

3. Finger pointing between vendors

when things go wrong

4. High dependency on in-house

expertise

5. Often major components are not

available (i.e. Centrex ACD) or

expensive to integrate (i.e. call

recording, WFM)

6. No wonder its hard to figure out a

UC strategy!

7. CEBP – forget it!

This is called “Best“ of Breed

Common Roadblocks for UC adoption

TIP #1 – Work out a migration

strategy for your contact center

5. 24 x 7 help desk

Why you should consider a cloud based contact center

7

Features Benefits

1. All-in-one bundled service a) Pay as you Go

b) Easy to procure add-ons/best value for money

c) Single vendor to manage/no finger pointing

2. PBX Agnostic/ Centrex

compatible

a) Keep your PBX investment including telephone sets

b) Works with major carriers’ TDM and SIP networks

c) No restriction on future PBX replacement

3. Software – only deployment a) Fast deployment

b) Reduce infrastructure costs

c) Anywhere access

4. Fixed monthly recurring

expense

a) OpEX $ easy to predict/budget

b) No depreciation

c) Reduce Infrastructure costs

a) We do it all for you!

b) Reduce training and staff turnover costs

c) IT Staff not dedicated

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Call

Recording

Predictive

Dialing

Progressive

DialingPreview Dialing

Work Force

Management

(WFM)

Skills based

RoutingSurvey Contact Center Universal Queuing CTI

CRM Screen

Pop

Quality

MonitoringIVR Speech IVR

Scheduled

Callbacks

Web Call Back

Inbound

Outbound

Blending

Conditional Call

RoutingWeb Chat queuing Speech Attendant

Customer

Database

Access

Call/Screen

Transfer

Remote

AgentsEmail queuing

Unified

Messaging

Outbound IVR Virtual Hold

Estimated Wait

Time and Position

in Queue

Microsoft

Interoperability

Suite

Automated

Outbound

Notification

ice All-in-One, Cloud-based Contact Center

Case Study - Federal, Ontario, Quebec Governments

Challenges:

1. Each is composed of multiple Ministries and Agencies

2. Autonomy is important for each Ministry

3. Standardization is important for IT group (PWGSC, Service Ontario, CSPQ )

4. PWGSC did not want to have to commit to long term contract for their clients

5. SO wanted high degree of customization (IVR self service) for their clients

6. CSPQ wanted to lower their costs vs Cisco based IPCC for their clients

7. No improvements in Centrex ACD for 15 years

8. Delay and expense of MACs

9. Long lead time required for custom reports

10. Did not want to use IP phone sets/like reliability of Centrex lines

11. Security and Privacy is a major concern

12. Needed ability to scale from 10 seats to 600 seats

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Case Study - Federal, Ontario, Quebec Governments

Solution:

1. Cloud based ice contact center powered by Microsoft Windows and SQL Server

2. Works with existing Centrex lines and PBX phones

3. Multi-tenant capability provides autonomy – admin, monitoring, reporting

4. Each client can do their own MACs instantly

5. Security – TLS, two level authentication, password encryption,

6. Privacy - private DB for each client, all data stays within Canada

7. Custom IVR apps delivered as part of solution

8. Flexible pay as you go (monthly) billing for PWGSC

9. Simple billing model – fixed monthly fee per seat (concurrent) plus one-time set up fee

10. Supports multiple agent locations within one Ministry and home agents

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Case Study - Federal, Ontario, Quebec Governments

Results – Federal Government

1. Centrex ACD replacement and enhancement

2. Heritage Canada and Health Canada were trial customers

3. 11 more Federal Ministries signed up for cloud based ice contact center – no RFP

4. 2 more were required to go RFP – we won anyway

5. 4 more premised based ice contact centers

6. TOTAL 15 Ministry ice cloud deployments in18 months, 4 premise based ice deployments

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Results – Quebec Government

1. 4 Ministries and agencies

2. Cisco IPCC replacement

3. Largest client 300 seats.

Case Study - Federal, Ontario, Quebec Governments

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Results – Ontario Government

1. 20 Ministries and agencies

2. Over 70 distinct applications built

3. Successful deployments with diverse PBX environment: Nortel, Avaya, Centrex

4. Several Ministries have agents in multiple sites

5. Clients include Transportation, Social Services, Revenue , Justice

August 2010: Residential Tenancy Branch

First BC Government ice cloud deployment

Case Study: City of Montreal

Challenges:

1. Amalgamation - 32 distinct boroughs and linked cities

2. Diverse telecom and IT infrastructures

3. Political interest in making amalgamated city appear working together

4. Expensive/slow to make moves/adds/changes

5. High dependency on third parties to support diverse systems

Solution:

1. 311 Single Point of Contact call answering

2. Cloud contact center – 110 total agents in multiple locations

3. Voice user interface (VUI) allows caller to connect with right resource quickly

4. Fast solution deployment – 3 months

5. Replacement of Cisco IPCC solution

6. All-in-one ice solution provides end-to-end tracking and reporting of calls

(i.e. IVR+ACD combined)

High profile achievement

over 1,000,000 calls

handled last year

Using automation to improve efficiency

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Life on ice

Education Vertical

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Student Absentee Notification

Homework Notification

Supply Teacher Notification / Inquiry

Parent Attendance Notification

Permit/Facilities Bookings

Course Registration

FAQ’s/Event Notification

Caller Surveys

Contact Centre

UC for School Boards & Universities

Utility Vertical

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Meter Reading / Reporting Services

Service Enablement / Disconnect

Emergency / Event Notification

Water Boil Advisory

Proactive Power Outage

Billing & Account Inquiry Automation

Outbound Bill Reminder/Collection

Service Reporting

Speech Enabled Auto Attendant

Contact Center

Public Sector Vertical

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Municipal, Government Applications

Non-Emergency Reporting - 311 (211/511/711)

Emergency / Event Notification

Building and Safety Inspection Booking

Transportation

Centrex - Enhanced Per Agent Service

Parking Ticket Payment

Social Assistance Payments

Water Meter Reading

Customer Surveys

FAQ’s

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Healthcare Vertical

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Patient reminders of their upcoming appointments

Proactive notification

Over-due payments reminder

Emergency notifications for first line responders

Speech enabled auto attendant to reach patients/

staff

Financial Vertical

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Credit Card Inquiry

Pin personalization (MasterCard)

Card Activation

Address Change

Outbound IVR

Phone-in Status of Applications

Account Inquiries

Rate Information

Mutual Funds Information

Site Locator

Say-my-name (speech directory)

Telephone Banking

Challenges:

1. Water Meter reading & Parking Tickets

2. The existing parking ticket IVR was end of life and no support and few replacement

parts for the hardware, the City was in jeopardy of losing this service channel

3. Extensive manpower required to manually collect water readings

Case Study – City of Toronto

Revenue Services

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Solution:

1. Custom built IVR application – part of ice all-in-one product suite

2. Improved line utilization, sharing lines between the applications to reduce costs but

still service the complete call volume

3. Extensive manpower cost reductions by reducing number of annual visits to each

residence

Case Study – City of Toronto

Building Services

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The Solution

1. IVR with faxback and email so forms can be dispatched electronically

2. Utilizing Speech Recognition for improved user experience

3. Ability to book an inspection 24/7 with the automated system

4. Often construction project completed on the weekend or after hours,

5. City was able to fulfill their commitment to inspect within two business days

6. Improved service to the residents, they can now obtain results and reports instantly via e-mail or fax

to improve turn around on moving from one building phase to another

The Challenges

1. Scheduling Building Inspections and getting results and reports

2. Existing process - residents called one of four different legacy phone numbers

3. Based on old City divisions before amalgamation to book inspections

4. Frustrating for residents and logistically challenging for the City

5. The process for a resident to find out the results after an inspection and get a copy of the report

typically meant an onsite visit to City Hall or wait for the report to be mailed.

Communications-Enabled Business Processes

• Integrating communications into applications to optimize

business processes

A UC Strategy for Public Sector

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Business Processes

Communications

Applications

CEBP

Users can access communications capabilities like IM/presence, click-to-call from within the business applications that they are familiar with

Case Studies:1. Government of New Brunswick2. Peel Region3. PDX

Unified Communications Workloads

Challenge

1. Official languages act requires citizens to be serviced in either French or English.

2. Problems with current hosted voice mail service from the carrier:

• Only allows one active greeting per mailbox

• No hierarchy of department greeting and personal greeting

• No zero out to attendant at the department level

• Hosted voice mail service is expensive (approx $3 per mailbox x 10,000 users per month)

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Case Study – Province of New Brunswick

Solution

1. Exchange 2010 UM with custom built UCMA adaptation

2. Completely transparent to callers

3. Users receive voice mail as email in Outlook.

4. Users record English greeting and French greeting or use default greetings recorded in each

language over phone

5. Administrators configure department greetings and attendants through web interface

TIP #2 - Exchange UM eliminates hosted voice mail

services and replaces existing voice mail. 1. Free speech attendant

2. Customizable through UCMA interface

Unified Messaging With Exchange UM

PLAY BACK VOICE MAIL ON ANY PHONE

LISTEN TO VOICEMAIL THROUGH THE PC

RELEVANT CONTACT INFORMATION IS EMBEDDED

FROM CONTACTS

TAKE NOTES WHILE LISTENTING TO VOICEMAIL

TRACK MISSED CALLS THAT DON”T LEAVE VOICEMAIL

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The Challenge

1. Peel provides an IVR service (TransHelp) for physically disadvantaged citizens to

• confirm or delete their rides, and

• check their account balance

2. Interacts with Trapeze booking and scheduling application.

3. Obsolete - Peel can no longer get a support contract from the manufacturer (Intervoice)

4. Does not allow Peel to make any software changes

5. Peel is concerned about hardware failure that could impact this important service

6. Want to add new functionality themselves (example: ability to schedule and book rides)

7. Peel want to leverage their investment in Microsoft OCS

8. Pilot a Microsoft voice application in a production environment

Case Study – Peel Region

The Solution

1. Peel engaged ComputerTalk Consulting

2. ComputerTalk authoured a report for Peel to recommend an IVR and UC strategy

based on Microsoft OCS

3. Peel chose ComputerTallk.

• Develop new TransHelp IVR application with ride booking (UCMA based)

• Facilitate knowledge transfer so Peel learns how to support application themselves

• Facilitate developer training so Peel can create their own UCMA based applications

What is UCMA?

• UCMA is an SDK that allows developers to implement communication- and collaboration-

enabled services against Office Communications Server 2007 R2 and Lync:

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Case Study – Peel Region

TIP #3: Very unique Microsoft licensing policy makes UCMA a

virtually free IVR and speech IVR platform for external callers.

The Challenge

1. PDX provides pharmaceutical fulfillment software to pharmacies in US and Canada

2. Launching a new product that will generate a lot more activity/interest

3. Need to ramp up contact center:

• Reports, quality monitoring, call recording, multi-channel (chat, email)

• Dynamics CRM deployment

• Double number of agents to 60

• Expert Assistance

4. Current Avaya PBX is old and upgrade path is expensive

5. Currently uses OCS R2 for IM, Presence, Voice and Conferencing

Case Study – PDX in Forth Worth Texas

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The Solution

1. Premise based ice contact center working with Microsoft Lync

2. Total displacement of Avaya PBX in Q1 2011.

3. Dynamics CRM screen pop and unified reporting

4. Exchange 2010 UM for voice mail and speech attendant

5. SoftPhone using Lync Communicator

6. All user communication handled through Lync Communicator and Microsoft Outlook.

PDX works with 10,000 retail

pharmacies serving over 60

million patients

PDX Configuration

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TIP #4: Start a VoIP pilot

project in 2011

Call to Action

Questions – Demo - Information – Discussions

Phone Me

E-mail Me

Lync Me

Meet Me

• (800) 410-1051

• (647) 244-1335

• dmenard@computer-talk.com

• sip::dmenard@computer-talk.com

• At exhibition tables today!

www.Computer-Talk.com

Thank-you

Extra Slides

33

What ‘s included in cloud based contact center?

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Typical Standard Package Premium Options

1. ACD/Skills based routing for voice calls• e-mail, web chat, voice mail in queue,

video, fax

2. Auto-attendant and conditional call routing

with unlimited prompting/messaging

• IVR with database dip

• Speech IVR

• Speech attendant

3. Supervisor Quality Monitoring:

• Real-time queue and agent monitoring

• Silent monitoring

• Call recording with evaluation form

• Workforce Management/Optimization

• Bulk call recording

• Caller survey

4. Outbound call tracking; Click to Call • Preview, Progressive, Predictive dialing

5. Extensive cradle to grave reporting (over

100 standard reports) • Custom report accessibility

6. Agent tool bar with call detail display and

real-time queue status

• CRM screen pop, Call/screen

synchronized transfer

7. Remote/home agents and branch offices • Personal voice mail

8. Cost of transporting calls between hosting

center and your sites(s) is included in fixed

monthly fee.

• Microsoft Interoperability Suite:

Lync, OCS, Dynamics CRM,

SharePoint, Exchange, Office, CCF

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Microsoft Interoperability Suite

Customer Care FrameworkUnified agent desktop

Collaborative browsing

Automates workflow

SharePoint

Expert Assist, Dashboards, Screen-

pop, Click to callback/chat/email

Dynamics CRMSelf-Service, Conditional Call

Routing, Screen-pop,

Coordinated Call/Screen

transfer, Unified Reporting

Lync and Office Communication

ServerSoftware powered VOIP,

IM queuing, IM self-service

Office

ApplicationsEmbedded toolbar in

Office applications

ExchangeE-mail routing, queuing and

management

Customer premise

Microsoft suite

ice cloud contact

center

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voice example

email example

IM/Chat example

You’re In Charge

All-in-One, Unified Administration

iceAlert – outbound notification and appointment reminder

The iceAlert notification system delivers important, time-sensitive information to thousands of people at the touch of a button.

Dispatch emergency broadcasts, alerts or notifications through telephone, SMS and email.

Remind your clients of upcoming appointments and overdue collections.

Survey important patrons about the quality of service they were provided.

Improve communications, lower costs and increase efficiency

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The challenges

1. Missed appointments cost money

2. Equipment and specialists time are wasted

3. Patients often forget to attend appointment if they are not reminded

4. Patients may be required to follow instruction before their appointment (ie fasting)

5. Up to 2,000 appointment reminder calls per month initially

* 1 standard message template

* English Only

* Up to 40 visit instructions

Case Study – Alberta Health Services

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The Solution 1. iceAlert cloud based appointment reminder service

2. TTS message plays back visit instructions

3. Phones/emails/IMs patients 2 days prior to their appointment

4. Patients have option to confirm or cancel

Is UC good for Government?

39

People Drive Business OutcomesAmplify the impact of people to empower your organization

Improve Citizens

Experience

Drive Innovation

Improve Operations

Build Partner/Vendor

Connections

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The Nature of Work Is Changing

Source: Gartner

0

20

40

60

80

100%

2000 2005 2010

Different time, different place

Same time,different place

Same time,same place

Working alone

Work Styles

Percentage of work product that willdepend ongroup input

Presence, Instant Messaging & Telephony

PRESENCE INDICATORS INDICATE REAL-TIME

AVAILABILITY